Refund and Returns Policy
At idivia, our main objective is that purchasing decisions are easy, fast and totally transparent.
Because everybody can mistakes, there is the right to cancel and/or return your order without any reason or justification within 14 days from the day following the day you acquire physical possession or control of the Product(s). To activate this warranty, just contact us by email and we will activate all procedures for returning or canceling your order.
In case of return, the right within the aforementioned period it is always guaranteed, and only the price of the purchased Product(s) are refunded.
All return expenses are borne by the customer (excluding situations of damaged or defective products).
Returns can be made through our carriers, with a return label being issued by IDIVIA. The return has a cost of €7 for Mainland Portugal, €10 for the Islands (Azores and Madeira), €13 for other countries belonging to the European Union and €13 for countries outside the European Union it’s €30. Please note: Orders with Free Shipping delivery option that could not be delivered due to reasons that can’t be attributed to IDIVIA or to the courier, will be refunded with a 20% reduction of the order value.
In case of return by standard mail, the customer must confirm with the local post office the shipping methods and associated costs. We always advise you to use a Registered Airmail method. In these cases, the customer will be responsible for ensuring that the order arrives at our warehouses in good condition.
Important: For returns outside the European Union, if you do not use the method of return available from IDIVIA, may be subject to tariffs by the Portuguese authorities. In these cases we will not collect/release the order, and it will be automatically returned to the customer.
Procedure for activating returns and exchanges:
- Contact us or send us an e-mail to [email protected] stating the intention to exchange or return the product(s) (the deadline for requesting the exchange or return of the products is 14 days after the date of the physical reception of the order);
- Mention the Order No.;
- Mention the reference(s) of the product(s) you want to exchange and/or return and send some photos of the each product that you want to exchange and/or return;
- On our part, we will respond within a maximum period of 2 working days via e-mail, where we will confirm receipt of the return request and inform all the important data for the return of the product(s), as well as we will send the return label if we already have all the information available for it.
As soon as the order arrives at our facilities:
- We will analyse the product(s) within 5 working days;
- If you have respected all the above points, we will refund your order within a maximum period of 14 days;
In the case of product exchanges, the cost of shipping the replacement(s) is the customer’s responsibility.
It is very important that:
- Wait for our e-mail with the return data and keep the product(s) in the same conditions received in order to return it;
- The product must be presented as new, sealed, in its original packaging, including cellophane or protective labels (if any);
- If the product box is unsealed, the product packaging or any other use protection must be kept intact;
- You must ensure that all attached components are followed along with the product: samples, gifts, package insert, among others, respecting the original shipping conditions;
- Please preserve the invoice, bearing in mind that a copy of the invoice may need to accompany the return of the product/order.
If the points above are not fulfilled, the return may be refused.